Role Description

Role Overview

We are looking for a Service Desk Engineer to provide end-to-end technical support and ensure a positive end-user experience. The role will be responsible for managing incidents and service requests from initial contact through resolution and closure, while adhering to defined SOPs, SLAs, and KPIs.

Key Responsibilities

• Log and manage incidents and service requests using the customer-designated Service Management/Ticketing tool.
• Own incidents and service requests from initial user contact through resolution and closure across phone, email, chat, and web channels.
• Troubleshoot and resolve user issues using the Customer Knowledge Base and available support resources.
• Coordinate with L2 teams and other support groups for timely resolution of issues requiring further technical assistance.
• Escalate unresolved incidents according to documented procedures and escalation paths.
• Create and update Knowledge Base articles when documentation gaps are identified.
• Provide best-effort support for unsupported software, services,



and hardware using available resources and defined escalation channels.
• Ensure compliance with customer-defined SOPs, SLAs, and KPIs.
• Identify recurring or trending issues and communicate them during customer review meetings.
• Provide priority and expedited support to VIP users.
• Identify opportunities to enhance Service Desk capabilities and improve overall service delivery.
• Contribute to continuous service improvement and knowledge management initiatives.
• Maintain a strong focus on customer satisfaction and a positive end-user experience.

Key Skills

• ITIL
• Incident Management
• Service Request Management
• Service Level Management
• Ticketing / Service Management Systems
• Customer & End-User Support
• Knowledge Management
• Incident Escalation & Coordination
• Troubleshooting and Problem Resolution
• SLA & KPI Adherence
• Solid Communication Skills

Ideal Candidate

The ideal candidate should

📌 Service Desk Engineer (Thiruvananthapuram)
🏢 UST
📍 Thiruvananthapuram